How to Align Contact Centre Training with QA Results. Delivering ongoing contact centre training on a fire-and-forget basis is no longer acceptable, not least because in business terms it’s very inefficient. Why would you want to align your training with your Q. A. results. Well, because otherwise all your training will be broad brush, delivering […]

Implementing staff Quality Assurance Processes can be a challenge for any organisation, but it’s essential for a broad range of reasons, including: – Delivering against compliance – Hitting service levels – Exceeding customer expectations – Finding ways of improving customer interaction A good quality assurance programme will highlight team and individual strengths – along with […]

Need & Focus Firstly, your programme will need to have its objectives clearly defined, be scoped and its focus areas delineated. For example, will you be judging a single interaction, a number of interactions centred around a common thread, or even a process which has a measurable output. Questionnaire The next step is to define […]